• Microsoft Dynamics 365 Customer Engagement

    Microsoft Dynamics 365 Customer Engagement

    Drive sales productivity and improve the value of your marketing efforts

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    Microsoft Dynamics 365 Customer Engagement

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Enhance customer relationships with
Microsoft Dynamics 365 Customer Engagement (CE)

Microsoft Dynamics 365 Customer Engagement (CE) (formerly known as Microsoft Dynamics 365 Customer Relationship Management – CRM) is designed to help you manage your customer relationships by streamlining your processes, centralizing customer information, providing analysis, and enabling responsive customer service. As a leading cloud-based business solution, this application is built to enhance the efficiency of your sales and marketing teams with data analysis, intelligent insights provided by business intelligence, and campaign management.

How does Microsoft Dynamics 365 CE help?

As per Microsoft, 54% of customers have higher expectations for customer service today compared to one year ago.

The right customer relationship management solution can help an organization to improve marketing, sales, and service engagement; drive efficiency, and enhance customer experience.

Microsoft Dynamics 365 CE (earlier known as Microsoft Dynamics CRM) makes every customer engagement an intelligent one. This way, you can market smarter, sell effectively, and deliver amazing customer experiences anywhere. Microsoft Dynamics 365 CE helps you build long-term customer relationships that are:

  • Personalized – End-to-end, outcome-focused journeys that engage at the right time and place
  • Proactive – Determine the next best interaction with your customer, based on context
  • Predictive – Analyze internal and external data to identify patterns and predict outcomes

With Microsoft Dynamics 365 CE, you reduce costs, increase profitability, automate business processes, enhance your customer relationships and satisfaction, and, ultimately, deliver return on investment (ROI).

Microsoft Dynamics 365 Customer Engagement

How can Microsoft Dynamics 365 CE help your organization

Microsoft Dynamics 365 CE: Benefits

Microsoft Dynamics 365 CE: Benefits

Intelligent insights – Embedded with Microsoft Power BI, this solution provides you with data-based insights that enable you to make informed business decisions.

Microsoft Dynamics 365 Customer Engagement: Benefits

Increase revenue – The real-time knowledge of sales activity brings the focus on your sales planning to collaborate and strategize the best way to close deals.

Microsoft Dynamics 365 Customer Engagement

Enhance customer satisfaction – Real-time inputs that allow you to understand your customers better, exceed their expectations, and increase customer loyalty.

Microsoft Dynamics 365 CE applications

  • Sales - A sales automation platform capable of managing your entire business development process end-to-end.
  • Marketing - An integrated marketing platform for planning, executing, and analyzing your marketing campaigns.
  • Customer service – A solution that helps professional services organizations respond faster to customer service issues by empowering employees to deliver consistent, efficient customer care.
  • Field service – A solution that offers quick and transparent communications and tracking functionalities to keep customers connected to your field agents.

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Microsoft Dynamics 365 CE deployment options

Microsoft Dynamics 365 CE (Microsoft Dynamics 365 CRM) can be deployed on cloud, on-premise, or as a hybrid combination.

  • Cloud-based Microsoft Dynamics 365 CE deployment not only saves costs, but also improves business agility and reduces IT complexity. This acts as the main differentiator for professional services organizations when opting for the cloud.

    • Enhances efficiency as you can implement and roll out the solution quickly in a ready-to-go cloud environment.
    • Provides flexible licensing with subscription-based plans where you can add and remove users as per your requirements.
    • Reduces costs a there is no upfront licence costs or recurring software licence renewal, no hardware costs, or overhead of maintaining a dedicated CRM server
    • Smoothens the business continuity process with 99.9% uptime service level agreement financially backed by Microsoft.
    • Enhances data security with a five-layered security protection and a disaster recovery service, which is ISO27001 compliant.
    • Works on the Microsoft Office 365 platform to combine CRM with the benefits of Sharepoint, Skype messaging, and hosted Exchange.
  • An on-premises Microsoft Dynamics 365 CE solution is installed on your own server, giving you complete control of your data, with no code imitations, and updates that you can manage.

    • Maximizes your investment by using your existing hardware and IT infrastructure as well as internal resources to manage CRM.
    • Allows you to own your data, software, and hardware.
    • Reduces costs as there is no additional storage costs if your database size exceeds the default 5GB cloud CRM online account limit.
    • Provides you controls on updates, allowing you to test them before they are put in place.
  • A hybrid deployment combines the best of both on cloud and on-premise solutions. You purchase the licences from Microsoft but host the solution with a local, certified Microsoft Dynamics partner.


    From a cloud-based environment

    • Minimal up-front investment
    • Subscription based, flexible licensing
    • Minimal infrastructure requirement
    • Remote access capability

    From an on-premise environment

    • Complete control of your data and configurations
    • Flexibility to move servers
    • Flexibility to move data

sa.global portfolio

Company overview: The Co-operative Life Planning is a Manchester-based company that specialises in life planning products, including prepaid funeral plans.

Client situation

  • Needed a new solution to better manage its specialist needs
  • Required a solution that supported the potential for business expansion by creating products and adding new channel partners
  • Wanted a more useable interface, powerful data searching, and ease of integration with the Microsoft Office suite


  • Microsoft Dynamics CRM 4.0
  • Microsoft Dynamics GP 10.0
  • Microsoft SQL Server 2000


  • 150% business expansion
  • Easier configuration leading to reduced reliance on developers and lower costs
  • Customizable platform to meet different business needs
  • Enhanced powerful data searching features
  • User-friendly interface
  • Better disaster recovery
  • Faster mail merge


  • Blog: Enhance your selling strategy by integrating Microsoft Dynamics 365 with LinkedIn Sales Navigator

  • Podcast: Microsoft Dynamics 365 CRM Podcast

  • Webcast: Build better relationships with data-driven insights from Microsoft Dynamics 365 CE

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